Google Sheets Customer Retention and Support Quiz

What does CRM stand for?

• Customer Review Metric
• Customer Relationship Management
• Client Retention Model
• Contact Record Map

Which metric is used to measure customer satisfaction with a product or service?

(a)  

What does NPS stand for?

• Net Product Score
• Net Purchase Satisfaction
• Net Promoter Score
• Net Priority Survey

Which KPI is calculated as: cases solved on first call ÷ total cases?

• ART
• CSAT
• FCR
• CHS

What term describes when a customer stops using a product or cancels a subscription?

(a)  

Which KPI shows how quickly customer support resolves cases?

• FCR
• ART
• CSAT
• NPS

Which of the following KPIs are used to evaluate customer support performance?

• FCR
• Refund rate
• Average response time
• Bounce rate

What does the Customer Health Score (CHS) aim to measure?

(a)  

Which analysis groups customers based on the same start date?

• Retention clustering
• Acquisition timing
• Cohort analysis
• Loyalty segmentation

What is one benefit of using RFM segmentation?

• Tracks ad spending
• Improves UI design
• Enables targeted campaigns
• Reduces ticket volume